RingCentral, a global leader in AI-powered business communications, and BT, which connects over a million business and public sector customers in the UK, have introduced Cloud Work RingCX, powered by RingCentral. This advanced cloud-based contact center platform integrates AI assistance to provide a seamless, user-friendly experience—helping organizations deliver superior customer interactions through a mix of voice and messaging applications.
“The launch of Cloud Work RingCX represents a significant evolution in our decade-long strategic partnership with BT as we jointly work to deliver innovative solutions that solve real customer challenges,” said Homayoun Razavi, General Manager, Global Strategic Partnerships at RingCentral. “This solution leverages our combined expertise, with BT’s network leadership and resources alongside our industry-leading technology and innovation in Unified Communications and Contact Center. Together, we’re helping businesses empower their employees while transforming the customer journey across various touchpoints.”
Cloud Work RingCX unifies voice calls with over 20 digital communication channels, allowing businesses to connect with customers in their preferred way. This flexibility enables organizations to scale contact center operations efficiently while maintaining high-quality service in an increasingly digital landscape. With plans to extend the offering to small and medium-sized businesses later this year, Cloud Work RingCX will become BT’s flagship Cloud Contact Center solution for this segment.
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Key Benefits of Cloud Work RingCX
- Seamless Integration: Cloud Work RingCX integrates with BT Cloud Work, BT’s unified communications service, to create a single contact center platform. This allows agents to manage voice, video, and digital interactions within the same system, streamlining both front-office and back-office communications.
- Enhanced Customer Experience: Businesses can engage customers through voice, video, or their preferred messaging apps. AI-driven tools ensure swift, personalized responses, increasing customer satisfaction and loyalty.
- Real-time Analytics & AI Assistance: AI-powered analytics provide agents with real-time insights, enabling quicker and more accurate issue resolution. Supervisors can monitor performance, identify areas for improvement, and deliver targeted coaching to enhance customer interactions.
“In a digital world, we know businesses of all sizes want flexibility in how they support their customers,” said Chris Sims, Chief Commercial Officer – Business at BT. “Working with RingCentral, we’ve developed Cloud Work RingCX to give them just that. Through this new platform, business and public sector customers can manage all their contact center activity in one place with ease – supporting their own customers via a full mix of communication channels, whilst using AI to help them work smarter.”
With Cloud Work RingCX, businesses can enhance operational efficiency, improve customer engagement, and leverage AI-driven tools to deliver superior service. As BT and RingCentral continue to innovate, this solution marks a significant step forward in transforming customer communications.
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